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Using Multivariate Statistics

Basics of qualitative research: Grounded theory procedures and techniques

According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment, ensure future dividends, and provide more jobs through improved product and service. In simple, direct language, he explains the principles of management transformation and how to apply them.

Out of the Crisis

The author systematically examines one of the important issues of information — establishing the market price. He introduces the concept of «search» — where a buyer wanting to get a better price, is forced to question sellers. The article deals with various aspects of finding the necessary information.

Economics of Information

行銷硏究 : Marketing research

Emphasizes the controllability of customer‐to‐customer interaction in the higher education environment. Argues that students′ satisfaction or dissatisfaction with their experience of a university may be significantly influenced by their experience of other students. Customer compatibility management supplements other approaches to quality management, such as TQM. Tutors and managers of the educational environment have always recognized that some features of student‐to‐student interaction need to be managed. Borrows some concepts from the services marketing literature and proposes a more focused and comprehensive customer compatibility management programme. Uses the theatrical metaphor to illustrate the roles and functions that need to be adapted in a compatibility management programme.

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Customer compatibility management: an alternative perspective on student‐to‐student support in higher education

Kiosks are increasingly being heralded as a technology through which governments, government departments and local authorities or municipalities can engage with citizens. In particular, they have attractions in their potential to bridge the digital divide. There is some evidence to suggest that the citizen uptake of kiosks and indeed other channels for e-government, such as web sites, is slow, although studies on the use of kiosks for health information provision offer some interesting perspectives on user behaviour with kiosk technology. This article argues that the delivery of e-government through kiosks presents a number of strategic challenges, which will need to be negotiated over the next few years in order that kiosk applications can be successful in enhancing accessibility to and engagement with e-government. The article suggests that this involves consideration of: the applications to be delivered through a kiosk; one stop shop service and knowledge architectures; mechanisms for citizen identification; and the integration of kiosks within the total interface between public bodies and their communities. The article concludes by outlining development and research agendas in each of these areas.

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Challenges in the Delivery of E-Government through Kiosks

Reviews the very wide potential for the application of multimedia kiosks. It is important that all retailing organizations understand the scope of these applications since kiosks have the potential for eroding the traditional boundaries between retailing, banking, education and training and the provision of information and advice, both to the general public, and also within organizations to employees. Potentially, applications in many of these previously distinct areas could be interlinked. Currently, multimedia kiosks are being tested in a number of different applications. Kiosks can be viewed as a medium through which it is possible to inform, educate, train, persuade or perform information‐based transactions. Their potential attraction in all of these roles consists of their relative novelty and the range of different media that can be used to reinforce the message. The future for multimedia kiosks remains unclear. The present tests in a wide range of different application areas should permit the ident...

Multimedia kiosks in retailing

Place branding is a key aspect of the wider agenda for improving and promoting places and involves not only developing the image of the place, but also developing the place brand experience, which is dependent on the place's physical infrastructure and its maintenance, regeneration and development. The research presented here demonstrates that place brand practitioners recognise the complexity of the place offering and accordingly adopt a brand management approach that places emphasis on the management of the brand experience, collaborating with a range of stakeholders to try to deliver and continue to improve a consistent brand experience.

Place brand practitioners' perspectives on the management and evaluation of the brand experience

Reviews a range of concepts associated with the customer and consumer buying behaviour, with the objective of exploring their applicability in the management and marketing of library and information services. Stresses that an understanding of the customers and the benefits which they seek from an organization is central to the marketing concept and a marketing orientation. An analysis of customers in terms of benefits can inform effective segmentation, which in turn can lead to more efficient targeting of resources. However, customer benefits are only part of the picture. The consumer decision‐making process is important in determining purchase behaviour. Introduces some models of the consumer buying process and an analysis of the factors which determine consumer buying behaviour.

Jennifer Rowley

Papers

Customer compatibility management: an alternative perspective on student‐to‐student support in higher education

Challenges in the Delivery of E-Government through Kiosks

Multimedia kiosks in retailing

Place brand practitioners' perspectives on the management and evaluation of the brand experience

Focusing on customers